Customer Service Information Technology
Resume:
http://www.linkedin.com/in/eddypaz/
EDDY PAZ
*** ******** ****** 781-***-****
Dedham MA 02026 ****@****.***
Technology professional with extensive experience in the information technology industry. Detail oriented with
exceptional troubleshooting and problem resolution skills. Able to handle crises in a capable manner. Ability to
communicate with all levels of staff and management. Superior customer service provider with the ability to
translate challenges into practical solutions. Highly adaptable to change in an ever-changing environment.
TECHNICAL SKILLS
• • •
Windows server 08, 03 Windows 08, 07, Vista, XP MOffice 2010, 2007
• • •
XenCenter 5,5 RSA 6.1.3 Admin Exchange 2003, 2005
• • •
Citrix Access 3.0.0 Avaya X Communicator McAffee Endpoint Encrypt
• • •
VPN (Cisco Client) BMC Help Desk Software PDA (Iphone, BB, Android)
• • •
Active Directory DELL DRAC (KVM) Backup Exec, SCCM
• • •
Ghost/Acronis HP Citrix Terminals DHCP, DNS, WINS, LAN
• • •
Adobe Suite Blackberry Server Network Printers
• • •
Symantec Endpoint Suite Firewall TumbleWeed HP, Compaq Dell Server
• • •
VNC, Log Mein, etc. AutoCard, WIFI Ubuntu, OpenSuse
PROFESSIONAL EXPERIENCE
Circles Inc. South Boston MA Feb-2010-Present
Technical Support Analyst
• Coordinates, configures, installs and reviews the installation of hardware and
software on end-user workstations and/or Citrix environment.
• Able to publish and troubleshoots Citrix applications.
• Adheres to operating procedures and associated documentation.
• Work closely with Information Technology Team to support existing systems,
and respond to incoming inquiries from IT operations regarding all
technical/system related issues.
• Responsible for providing desktop support for 800+ end users in multiple
locations using remote tools. Such SCCM Citrix Console, logmein RDP.
• Provide PC hardware support including workstations, printers and other
hardware devices as well as PC software configurations and operating systems.
• Provide a high degree of customer satisfaction in the area of desktop services
using a high level of technical expertise while in a timely fashion.
• Diagnose end-user technical issues and resolve using authorized tools and
knowledge or documented escalation to the appropriate IT resource.
• Research and test upgrades/ updates to existing technology.
• Research, resolve, and respond to complex questions received via email,
telephone calls, callbacks, or escalations.
• Analyzes help desk trends to identify opportunities to improve the quality and
value of Circles IT offerings.
• Collaborate with outside vendors and internal IT staff to coordinate seamless
support of infrastructure.
• Interact with Information Technology Team and recommend alternative
solutions to issues.
• Assists with direction and strategy for Circles desktops.
• The ability to manage small-medium size projects as needed with guidance
from Sr. team members and management.
• Maintains inventory of end user hardware using hardware database in a timely
and consistent manner
• Maintain inventory of software licenses.
http://www.linkedin.com/in/eddypaz/
Hyde Square Task Force Inc. JP MA Oct 2008-May2009
Systems Administrator/Help Desk
• Administer PC-based network using MSB 2003
• Strong customer interaction and end-user support.
• Maintained VPN Connection across two sites for off-site use
• Assist in setting up /maintain desktops at both locations
• Conduct regular network and computer maintenance & upgrades
• Provide day-to-day support and troubleshooting for PC and Mac laptops
• WI-FI connection across buildings.
• Daily backup using online site Carbonite.
J&P Inc. Roslindale MA
Network Administrator /Help desk Nov 2003-March 2008
• Administrated the Daily and weekly Backup Utilizing Backup Exec V12.
• Updated servers running Windows 2003 (12 + servers). Clusters, workstations
running (Windows XP) utilizing WSUS.
• Assisted end-user with training on Remote Access, Citrix, VPN Connections
• Setup workstations utilizing Ghost imaging and RIS Server.
• Creating and deleting Users account in Active Directory as well in Exchange
• Responsible for installing, troubleshooting and repairing PC’s, HP Printers.
• Attend regularly scheduled project meetings and provide technical advice.
• Support DHCP, DNS, and WINS.
• Support and Troubleshooting Microsoft products Abode, Open Office etc.
• Collaborated with multiple vendors to bring new technology in-house.
• Familiar with Blackberry, Treo, Palm Smartphone, IPhone.
• Installed and supported Servers, desktops and laptops including hardware from
various vendors as Dell HP, IBM, ACER, and Apple.
• Maintained inventory of software licenses, Pc’s and Servers, Printer’s leases.
Injectronics Inc. Clinton MA
Network Administrator June 2000-Sept 2003
• Configured and diagnosed client/server problems.
• Performed full backups and emergency recoveries. (Arcserve and Veritas).
• Skilled in administering LAN and applications including, TCP/IP, T1, Ethernet,
• ISDN, Cisco Routers, Novell NetWare, Windows Servers, Active Directory
• Created and maintained user accounts, user logins and passwords.
• Defined and updated user policies and procedures to meet QS9000 guidelines
• Installed and supported desktop/laptop computers including hardware and software,
• Setups and PC’s with Windows 95, windows 98, windows 2000, windows XP, and
several software applications including Microsoft Office Suite, Adobe products,
Citrix client, Lotus Notes, IQMS, and Netscape etc.
• Specified and installed several servers (Included but not limited to Compaq ML 570,
DL320, ML350, DL360, and Proliant 1600).
• Familiar with voice mail systems Meridian using T1 connection.
• Installed, planned, and administered server technologies including Netware Windows
Servers, Active Directory, Notes, and Citrix XP
• Worked performing day-to-day tasks and maintaining seven servers.
EDUCATION
MCSA Microsoft MCP Microsoft CNA Novell
New Horizons Waltham Xintra Institute Quincy Xintra Institute Quincy
http://www.linkedin.com/in/eddypaz/
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